Education:

Bachelor’s degree in information technology or a related field.

Experience:

Three (3) years experience in technology support.

* An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job may be acceptable in lieu of those requirements listed above.

Knowledge:

• Supervisory principles;
• Project coordination principles;
• Applicable hardware, software, and peripheral equipment;
• Applicable operating systems;
• Technology troubleshooting techniques;
• Customer service principles;
• Applicable hand tools and diagnostic equipment;
• Recordkeeping principles;
• Inventory principles;
• Computers and related software applications.
• Knowledge of call monitoring systems and call reporting systems;
• Knowledge of work ticket application systems

Skills:

• Monitoring and evaluating the work of staff;
• Prioritizing and assigning work;
• Troubleshooting and repairing hardware, software, and peripherals;
• Providing end-user support;
• Communicating technical information to a non-technical audience;
• Ordering and maintaining equipment and inventory;
• Creating and maintaining operational records;
• Using a computer and related software applications;
• Communicating and using interpersonal skills as applied to interaction with subordinates, coworkers, supervisor, end-users, the general public, etc. sufficient to exchange or convey information and to give and receive work direction.
• Training teams and individuals;
• Using time management and organization skills;
• Demonstrating strong customer service skills and providing timely and accurate feedback and other communications.

Physical:

• Positions in this class typically require: reaching, standing, walking, grasping, feeling, talking, hearing, seeing and repetitive motions.
• Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.  Sedentary work involves sitting most of the time.  Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.